Regional Customer Service Mana · Bengaluru

Agoda is a global travel platform connecting millions of travelers with hotels, flights, and unique accommodations worldwide.

Key Responsibilities

• Lead regional customer service operations to deliver superior support experience.
• Oversee daily customer support service levels and operational metric achievements.
• Manage team leads and supervisors across diverse contact center channels.
• Drive continuous process improvements to optimize customer satisfaction and response times.
• Handle complex customer escalations and resolve critical complaints effectively.
• Track and report operational KPIs including CSAT, NPS, AHT, and resolution rates.
• Collaborate with cross-functional teams to align customer operations with product updates.
• Implement quality assurance protocols and agent performance development plans.
• Forecast operational staffing requirements and manage workforce resource allocation.
• Lead strategic service initiatives to scale regional operational infrastructure.